Personal data is collected via the SNCF Voyageurs Mediator's online complaint form(https://mediation-sncf.my.site.com/mediation/s/?language=fr) or by post addressed to the SNCF Voyageurs Mediator at the following address:

Médiatrice SNCF Voyageurs
TSA 37 701
59 973 TOURCOING CEDEX

If you contact the Mediation officer by post, and if your case is declared admissible, you will be informed of the processing of your data and of the possibility of objecting to it, via a "waiting letter".

SNCF Voyageurs - Médiation SNCF Voyageurs - TSA 37 701 - 59 973 TOURCOING CEDEX.

Your personal data is collected for the purpose of processing mediation requests addressed to the SNCF Voyageurs Mediation officer, as well as for communication concerning your referral and the settlement of your dispute.

The use of your data is based on compliance with the legal obligation imposed on SNCF Voyageurs to allow any consumer to have recourse free of charge to a consumer mediator with a view to the amicable resolution of his dispute with SNCF Voyageurs pursuant to the provisions of articles L 611-1 to L 641-1 and R 612-1 to R 616-1 of the French Consumer Code.

By way of exception, the legal basis for the processing of your health data is your consent.

Your consent is given by ticking a box provided for this purpose on the form in the case of an online application, or by sending us documents containing health data in the case of an application by post.

You may withdraw your consent at any time, it being specified that withdrawal of consent has no retroactive effect on processing already carried out.

The data used for processing are :

• Identity data: title, surname, first name
• Contact details: postal address and/or e-mail
• The subject of the complaint
• Your consent, in the case of health data processing.
• Supporting documents sent in support of your request. In some cases, these supporting documents may constitute health data.

The personal data you transmit will be kept for 3 years from the date of referral to the SNCF Voyageurs Mediation officer.

In the event of an online complaint, all boxes marked with an asterisk must be filled in, and are required for the mediation to be carried out.

Failure to provide the above-mentioned information will make it impossible to initiate mediation.

You are responsible for the comments and information provided in the comments area of the complaint form and in your complaint letter.

If necessary and depending on the nature of the complaint, the data may be transmitted to the various SNCF Voyageurs departments concerned by the complaint (for example, departments in charge of customer relations or the legal department) as well as to the relevant departments of SNCF Voyageurs' European subsidiaries (Eurostar International Limited or THI Factory) or Chemins de Fer de la Corse.

Under no circumstances will this information be used for commercial prospecting purposes.

Your data is hosted in France. It is not transferred outside the European Union.

Your data will not be used to make any automated decisions.

The data you provide will only be used within the strict framework of current legislation, and under no circumstances, neither during the mediation process nor when drawing up the Mediator's opinion, will any form of artificial intelligence tool be used.

You have the right to ask the data controller to access, rectify, limit or delete your personal data held by the data controller, subject to the conditions and limits laid down by law. You may also object to the processing of your personal data. You also have the right to define the directives applicable to the conservation and deletion of your personal data as well as the right to define directives on the fate of your personal data after your death. Finally, you may request the portability of your personal data.

You can exercise these rights by sending us your request:

• By post, to Médiation SNCF Voyageurs - TSA 37 701 - 59 973 TOURCOING CEDEX
• Or by email to [email protected]

Please note that this e-mail address cannot be used to contact the SNCF Voyageurs Mediation officer. Complaints sent to this e-mail address will not be processed.

If, after contacting us, you feel that your rights have not been respected, you also have the right to lodge a complaint with the CNIL.